Our customers frequently don’t appreciate our efforts to satisfy their needs. For many, the buying process has become routine. They tell us what they want, we provide it and they pay us. Sure…they’re satisfied with our performance, but they don’t give it a lot of thought.
But when there is a mistake we really have their attention, and a golden opportunity to wow them with our response. If we jump in, take responsibility for the problem and make it right for our customers as quickly as possible, we can earn their loyalty. Let me give you an example.
I had ordered pasta for lunch, but it arrived with the wrong sauce. The waiter offered to replace it but I was in a hurry to get back to work. I ate the meal which was served, a very good meal, and the waiter said my lunch was free. Instead of being disappointed, I left the restaurant happy that I had gotten a free lunch. And, I have returned many times since then.
Find out what's happening in Park Ridgefor free with the latest updates from Patch.
Here is another mistake I have experienced. I took a jacket to a dry cleaner, and when I picked it up the elastic at the waist had stretched making the jacket unusable. The owner tried to blame me for the problem for bringing an old jacket to be cleaned. After a contentious negotiation, she agreed to replace the elastic band. When I picked up the jacket her husband was angry when the ticket said “no charge.” I never returned.
How sad for the owners. They fixed the problem, but because of their reluctance and attitude, they lost my business instead of earning my loyalty. Don’t make that mistake.
